Incorrect account

Good day, I am not happy with what is happening to our Mweb account. We lost our house 6.12.22 in a storm and we had to rush to find alternative accomoation, now seeing that we no longer lived at the address where the fibre was installed, we no longer used it. Due to the stress of loosing most of your belongings and finding alternative accomodation, Mweb was the last thing on my mind. Fast Forwarding two weeks on, I informed Mweb of this, we decided to stay with them but had to take out LTE as fibre was not available at the new residence. I was told that as soon as the LTE is acitvated I will then be credited as I still had to pay for my full Fibre, although we no longer used it, and the records clearly reflects this. We received an account for Fibre as well as two months LTE. I have logged a query online as I was unable to get through to MWEB due to high call volumes. Eventually yesterday I tried again and after a very long time I was able to speak to a consultant, who was trying to assist but again I was told I have to wait at least 72 hours for my query to be processed. The end of the month is around the corner and I need to have this matter resolved asap. Please urgent assistance in this matter will be highly appreciated